Head of CRM / Head of Retention for a Digital Entertainment Project

• Develop and implement CRM strategy • Manage segmentation, communications, and user experience • Launch activation, retention, reactivation, and churn management mechanics • Plan promotional campaigns for a horizon of 1.5 months to a year • Develop the VIP direction: personalization, analytics, and player retention • Set up triggered and transactional communications (email, push, SMS) • Integrate CRM with external services via API (Customer.io, OneSignal, CommPeak, etc.) • Organize call center operations (if necessary) • Analyze key product metrics: LTV, RR, GGR, NGR, ARPU, DAU, WAU, MAU, CR, MRR • Interact with developers, contractors, and vendors • Improve product processes to drive business growth

• Experience in digital entertainment, interactive platforms, or sports analytics products • 5+ years of experience in CRM/Retention • 2+ years of experience as Head of CRM / Head of Retention • Experience with API integrations and mailing services • Skills in analytics and dashboard creation (Power BI or similar tools) • Experience managing a team, including a call center • Understanding of CIS, Latin American, Asian, and African markets • English language proficiency for reading documentation and communicating with vendors • Plus points: experience with Softswiss, BetConstruct, 1xCMS, T1, BetB2B; experience launching CRM processes from scratch; deep understanding of VIP programs and bonus mechanics.